A Dickensian twist
As we approach the end of 2024, itās time to reflect on what has been another eventful year for many organisations. And given this is my last note to you before Christmas; in keeping with tradition, Iād like to take…
Trading through tough times ā the customer experience is key
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just the business challenges, but also the successes, innovations and ways of driving up productivity and effectiveness. Working across such a…
Taking a break? Holidays are good for you and your work performance
August is the peak holiday month when traditionally things slow down a little at work. More people are away and there are fewer meetings - making it a good time to catch your breath and reflect. This is still true…
Boosting the UK economy: investing in service to break out of the ādoom loopā
May has so far been a mixed month in terms of economic news. TheĀ latest forecastĀ from the Organisation for Economic Co-operation and Development (OECD) makes for stark reading, predicting the UK will have the lowest growth of all the G7 nations…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ānormalā? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, itās been a whirlwind of political change, the Covid-19 pandemic,…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful and refreshing break.Ā With the bank holiday falling so close to the end of the fiscal year, it has no doubt…
Building the Service Nation, together
It was a real pleasure to see so many of you at ourĀ Annual ConferenceĀ this past week. Each year, Iām humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
Lessons in navigating the recovery ā knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Ministerās announcement of the āgreen shoots of recoveryā last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
Businesses need to remain relevant in order to find growth
Weāve recently had the news that the āRā word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024 gets going. On the positive side, the size of the…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which is a good thing given the importance of service to…